Absolutely pathetic from customer service / complaints team

[MrAngry]

On February 4th 2025 I received a text from CRS saying I owe Three some money, with a reference starting 3ATG. I knew I didn’t but contacted Three via chat on February 4 2025 for confirmation and was told by Mohd Soheb that I owed nothing on either of my accounts (I have mobile broadband too) and the message was probably a scam.

Before submitting a complaint to Three on February 22nd 2025, I received 10 more of these texts, differently worded, from CRS. They look genuine and my research suggests they’re intended for a customer who had a contract unpaid since last summer.

I can’t block these messages. I assume Three has given CRS my number in error or CRS are using my number in error when sending the texts.

I had a text from Three on February 24th 2025 telling me I’d be called from 0333 338 1040 to discuss it but I received a call from a different number, 0333 338 1001. I said I could not speak for long, and when the woman calling me started asking me for personal information to prove my identity and she had not called me from the number I had been told she would call from, I decided not to continue with the call and asked her to email me.

Before she emailed me, I received another call, which I did not answer, from the same number, and a man left a voicemail which was hard to hear.

Then I received an email from Three’s Sachin Savera telling me I could contact CRS.

Then I had an email from Three’s Reshma Patole saying that I owe Three nothing, that the texts from CRS may be nothing to do with me, I should provide her with the reference number from the texts from CRS (which I had done already in my complaint on February 22nd 2025) and she suggested I should accept all this as resolution of my complaint!

I emailed back Sachin and Reshma straight away but had no response by the morning of February 25th 2025. So I complained again, this time by email, and received a response from Manu Badhwar saying I need to check a letter, presumably he meant from Three or CRS, for a number starting with a 9 or 1. I do not have a letter because I do not owe Three any money! It is clearly a case of CRS are using my phone number in error and Three are doing nothing about it. Manu suggested that I could regard his email as full settlement of my complaint. Why would I do that? Nothing has been sorted.

Manu wrote yet again asking for the number beginning 9 or 1, and again I told him I do not have it and all I have is the reference number I have given them several times previously. 

Since complaining to Three on February 22nd I have received two more texts from CRS, making 13 in total (12 of these have arrived since Mohd Soheb told me the first was one probably a scam). I want the texts from CRS to stop immediately and I want to know what Three and CRS are going to do about the nuisance I have been caused and the fact I have spent a lot of time trying to get sorted something that has been caused by Three and/or CRS.

It strikes me that the people in the Three complaints department have not read my communications to them properly or they do not grasp what I am saying. Either way I am fed up with receiving messages from CRS and I fed up with nothing being done about it.

[Paddiewack]

Surely it would have been easier to call the debt agency and clear things up to a degree? Apologies if I’m missing something here but if I was getting conflicting information from Three customer services that would be my course of action, 

[MrAngry]

Why should I contact a debt agency? Three have put in writing several times that I owe nothing. Besides, if I contact a debt agency and say I’m not the person they’re looking for, they aren’t going to believe that and they’re going to need Three to tell them that. That’s what I’m trying to get them to do. They seem incapable of understanding what I’ve been telling them and keep asking for information from a letter that I don’t have - I don’t have a letter from Three or CRS because I don’t owe money, but my number is being used in error and I’m receiving a load of texts. It’s Three’s mess and it’s CRS’ mess and it’s their place to sort it out.

[Paddiewack]

Well at the least you could try taking a chill pill mate. I gave you advice that I thought might help. If it’s crap advice then all well and good and feel free to ignore it. But ignore it quietly please. 🧏‍♂️

[MrAngry]

Yes you gave advice and I apologise for not thanking you for it. But anyone reading my post will see that I’m totally fed up with the people on the complaints/customer service team who don’t seem to understand what I’m getting at. It’s not as though I didn’t explain myself clearly to them. Basically they’re saying that if I can’t provide them with details that they know I can’t provide, they won’t do anything. It’s Three’s loss though because the person the messages are aimed at isn’t getting them and isn’t reading all the threats that CRS are making against them and won’t be paying the outstanding money.  

[Paddiewack]

Apology accepted and I wish you well, 

[MrAngry]

February 26th update: Three’s Rohin Nanaware has emailed me, asking me to call so I can tell Three about the problem. Firstly, I have told numerous colleagues of Rohin in great detail and very clearly what the problem is and nothing has been done to sort it out, and secondly I explained to Three in writing days ago that I work during their opening hours and emailing is easier for me. 

[Maxine]

Hey MrAngry, 

We're sad to hear this has been an ongoing issue for you. We've sent you a PM about this, you can check your messages by clicking on your Community profile picture and heading over to 'Messages'.

Maxine